Student Name Hussein El Cherkawi

Student ID ILI20200489
Term 3, 2022

BSBOPS505 Manage organisational customer service

Assessment Task 1
1. Explain the purpose of the Australian Consumer Law and how it protects
consumers’ rights.

Consumers have the right to expect certain things when they buy a product or service.
These rights are protected under consumer law.

In consumer law, these basic rights are called consumer guarantees.

The basic rights covered by consumer guarantees can’t be taken away by anything a
business says or does.

For example, a business can’t take away these basic rights by:

 displaying a ‘no refunds’ sign, or otherwise saying that refunds are not available at
all, or not available at all after a certain number of days
 saying they aren’t responsible for problems with a product or service
 suggesting the consumer must sign an extended warranty to avoid losing these basic
rights after a certain date.

It is against the law for businesses to mislead consumers about their rights in these ways

Reference links:
 https://www.accc.gov.au/consumers/consumer-rights-guarantees
 https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights-
obligations

2. Outline the consumer guarantees that apply for both products and services
under the Australian Consumer Law.

When buying a product, a consumer has the right to expect the following things.

Acceptable quality

A product sold to a consumer must be of acceptable quality.

Acceptable quality means the product:

  is safe, durable and free from defects
 has an acceptable appearance and finish
 does everything that similar products are commonly used for.

There are no set rules for deciding whether a product is of acceptable quality, or how long a
product should last for. To decide whether a product meets this expectation, consider
questions like:

 What kind of product is it, and how does it compare to similar products?
 What is it made of and how was it made, and how does this compare to similar
products?
 How much did it cost, and how does it compare to products of a similar price?
 What maintenance may be needed to keep the product operating?
 Did the business or manufacturer make any claims about quality, or how long the
product could last for?
 Did the business warn the consumer about any defects, or warn against the
product’s use in a certain manner?
 How old is the product, and how long do similar products normally last?
 Was the product sold new or second-hand?
 Has the product been used in a way it wasn’t designed for?

When buying a service, a consumer has the right to expect the following things.

 Due care and skill

 Service providers must carry out all services using an acceptable level of care and
skill. Their work must be at least as good as what a competent service provider with
average skills and experience would provide. They must also take reasonable steps
to avoid causing loss or damage when providing the service.

Reference links:
 https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-
guarantees
 https://www.fairtrading.nsw.gov.au/buying-products-and-services/guarantees,-
contracts-and-warranties/consumer-guarantees
3. List the types of products and services covered by the consumer guarantee.

Products must:

 match descriptions made by the salesperson, on packaging and labels, and in

promotions or advertising
 match any demonstration model or sample you asked for
 be fit for the purpose the business told you it would be fit for and for any purpose
that you made known to the business before purchasing
 come with full title and ownership
 not carry any hidden debts or extra charges
  come with undisturbed possession, so no one has a right to take the goods away or
prevent you from using them
 meet any extra promises made about performance, condition and quality, such as
life time guarantees and money back offers
 have spare parts and repair facilities available for a reasonable time after purchase
unless you were told otherwise.

Services must:

 be provided with acceptable care and skill or technical knowledge and taking all
necessary steps to avoid loss and damage
 be fit for the purpose or give the results that you and the business had agreed to
 be delivered within a reasonable time when there is no agreed end date.

Consumer guarantees on products and services also apply to:

 bundled products and services

 gifts with proof of purchase
 sale items
 online products and services bought from Australian businesses
 second-hand products from businesses, taking into account age and condition

Reference links:
 https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-
guarantees
 https://www.consumer.vic.gov.au/products-and-services/refunds-repairs-and-
returns/guarantees-that-apply-automatically

3. Explain why it is unlawful for a retailer to display a sign to say that no

refunds are provided.

All businesses should be aware that:

 They cannot refuse to provide a remedy to an issue if the goods were faulty or
defective and were bought in a sale.
 It is unlawful to display signs of ‘No Refunds’ of ‘No refunds or exchanges on sale
items’.
 There are no specific expiry dates and retailers cannot restrict the period for a
remedy to an item fault.
 Retailers are not obliged to offer refunds if the item is not faulty, is still fit for
purpose, or if the customer has changed their mind.
Signs that state 'no refunds' are unlawful, because they imply it is not possible to get a
refund under any circumstance - even when there is a problem with the goods or service,
like a defect or lack of due care and skill.

Generally, consumers have a right to a refund when there is a major problem with
something they bought. Stores cannot take away this right by claiming they have a ‘no
refund’ policy or displaying a ‘no refund’ sign. This also applies to an online store's refunds
and returns policy.

Signs that state 'No refunds will be given if you have simply changed your mind' are
acceptable.

Reference links:
 https://www.consumer.vic.gov.au/products-and-services/business-practices/
store-policies/no-refund-signs
 https://www.nra.net.au/no-refunds-unlawful/

5. Discuss whether consumers are legally entitled to a refund or replacement if

they change their mind when buying a product or service.

When reviewing your terms and conditions, retailers need to be aware that consumer
guarantees under the ACCC apply to all purchases, inclusive of sale items.

Repairs

If there are minor problems with a product, you can offer a free repair instead of a
replacement or refund. If there are major problems with a product, you will need to offer a
choice of a replacement or a refund.

Replacements and Refunds

In the cases of major problems, products replaced should be an identical type to the
product originally supplied. Whereas, refunds should be the same amount that the
customer paid in the same form as original payment.
Returns

The business is not responsible for the returns of products that can be posted or easily
returned. Only in particular circumstances will a business be responsible for the payment of
returns. These include if the product is faulty or has a problem, and when the item is too
heavy or difficult to remove, for example a bed.

Reference links:
 https://www.finder.com.au/everything-you-need-to-know-about-refunds-in-
australia
 https://legalvision.com.au/when-can-a-consumer-return-goods/
6. Explain what information is commonly found in an organisation’s complaints
policy and procedure.

 Name and contact details,

• The name of the person you have been dealing with about your travelservice,

• The nature of the complaint,

• Details of any steps you have already taken to resolve the compliant,

• Details of conversations you may have had with us that may be relevant to your
complaint,

• Copies of any documentation which supports your complaint.

Reference links:
 https://www.business.qld.gov.au/running-business/consumer-laws/customer-
service/complaints/policy
 https://www.afta.com.au/file/uploads/304/atas-complaint-handling-
brochure.pdf
7. List at least two benefits of an effective complaint handling system for
businesses and consumers and the standard steps that you would use to effectively
deal with a customer complaint.
In effective complaint handling system provides three key benefits to agencies:

 It resolves issues raised by a dissatisfied person in a timely and cost-effective way.

 It provides information which can lead to improvements in service delivery.
 Where complaints are handled properly, a good system can improve the reputation
of an agency and strengthen public confidence in an agency’s administrative
processes.
Reference links:
 https://hotelierinc.com/5-benefits-of-effective-complaint-management/
 https://www.ombudsman.wa.gov.au/Agencies/Complaints_processes.htm
8. Explain the concept of service standards and their importance. Identify two
examples of services standards.

A service standard is a commitment to reach a measurable performance level which

customers (internal or external) can expect within their everyday operations. In order to
deliver quality service, we must develop service standards that represent the behaviour
which the organization / department / team wishes to adopt in front of its clients. A service
standard is:

 Client-oriented – It’s about what is important to the customers. Knowing customers’

expectations means identifying their priorities and their requirements. These
expectations serve as indicators that will allow you to measure customer
satisfaction, such as availability, professionalism, promptness, accessibility,
credibility, courtesy, reliability, safety, etc. (what the customer wants)
 Based on organizational culture – The standard must be in sync with the decisions
and orientation taken as an organization, and is guided by a set of values and
principles, such as independence, equality, integrity, excellence, respect,
performance, innovation, collaboration, creativity, etc. These are the internal
processes or values that are important to obtain results. (What the organization
aspires to)
 Measurable – Standard compliance is subject to objective evaluation via
performance yield activities such as surveys and call recording, and make it
accountable internally and externally.
 Public – Commitment and performance are communicated to customers and to
employees.

Reference links:
 https://sielearning.tafensw.edu.au/toolboxes/toolbox316/cs/cs_c11.html
 https://solutionsandco.com/blogue/newsletters-services-standards-levers-of-
customer-service-quality
9. Explain why a company committed to best practice customer services may
choose to measure its service standards.
Service standards help the company solidify its thinking about how it relates to its market
and further enhance its brand.
High-quality customer service is essential to the success of any business or organization. The
ability to bring customers and clients back for additional business is key to expansion and
sustainability. However, owners and managers must make concerted efforts to measure
customer-service standards regularly in order to ensure that their efforts are up to par
Reference links:
 https://bizfluent.com/facts-6796439-definition-customer-service-
standards.html
 https://smallbusiness.chron.com/measure-customerservice-standards-
44205.html
10. Explain the concept of public relations as a method of marketing
communication. In your answer, explain how it can be used as a form of product
and/or service promotion.

A public Relation strategy may play a key role in an organization’s promotional strategy. A
planned approach to leveraging public relations opportunities can be just as important as
advertising and sales promotions. Public relations is one of the most effective methods to
communicate and relate to the market. It is powerful and, once things are in motion, it is
the most cost-effective of all promotional activities. In some cases, it is free.

Similar to the foundational goals of marketing, effective public relations seeks to

communicate information to:

 Launch new products and services.

 Reposition a product or service.
 Create or increase interest in a product, service, or brand.
 Influence specific target groups.
 Defend products or services that have suffered from negative press or perception.
 Enhance the firm’s overall image.
 The result of an effective public relations strategy is to generate additional revenue
through greater awareness and information for the products and services an
organization offers.

Goals and Objectives

Good strategy begins with identifying your goals and stating your objectives. What are the
goals and objectives behind your public relations strategy and can they be measured and
quantified?

Each of these areas may reflect the goals your public relations campaign may seek to
accomplish.

Reference links:
 https://courses.lumenlearning.com/clinton-marketing/chapter/reading-public-
relations/
 https://www.businessknowhow.com/marketing/prmarketing.htm
11. Describe five methods though which a company can promote its products.
Effective ways to promote a new service or product. They include:

1. Email marketing

2. Blog posts

3. Events (virtual and in-person)

4. Customer reviews

5. Social media posts

Reference links:
 https://www.wordstream.com/blog/ws/2020/07/29/how-to-promote-a-product
 https://www.publicity.com/advicetips/five-ways-to-promote-your-product/
12. Explain how customer service can impact on the public relations image of a
company.

Providing good customer service is essential for every business, department, and institution.
So is for public relations. Customer service has always had a part in public relations.
Customer service and public relations go hand in hand. Every touchpoint of customers can
either build loyalty or create dissatisfaction for customers.

To exceed public relations, we need to fully satisfy your customers and clients to give a good
interaction experience to your company. Good PR can improve customer satisfaction in
more than one way. It helps companies control the narrative associated with their
enterprise. All in all, customer service is a powerful customer satisfaction tool that
companies should not overlook.

Reference links:
 https://metamorphicpr.co.uk/public-relations-affect-business/
 http://divvyonline.com/10-ways-to-improve-public-relations-with-customer-
service-20151118
13. Outline four key ways of providing excellent customer service.

 Be friendly. The most important rule in providing excellent customer service is to be

friendly.
 Respond promptly. Another factor in good customer service involves the timeliness
of your responses.
 Know your product or service. To offer your customers excellent service, you should
know every aspect of the product
  Listen to your customers. Listening is one of the simplest ways to provide excellent
customer service.

Reference links:
 https://due.com/blog/4-ways-provide-excellent-customer-service/
 https://www.indeed.com/career-advice/career-development/provide-excellent-
customer-service
14. Explain why an unhappy customer is not good for business.
Reputation Damage If your business is online, a bad customer service experience can cause
serious damage to your reputation. Angry customers often take to their keyboards and vent
their frustrations online – be it in the form of a negative review, an irate tweet on Twitter, or
something else.
Reference links:
 https://www.thinksecurenet.com/blog/5-ways-bad-customer-service-affects-
your-business/
 https://www.paldesk.com/outcomes-of-bad-customer-service/
15. Explain the importance of understanding customer behaviour and two
techniques that can be used to analyse customer behaviour.

Studying consumer behavior is important because it helps marketers understand what

influences consumers’ buying decisions.

By understanding how consumers decide on a product, they can fill in the gap in the market
and identify the products that are needed and the products that are obsolete.

Studying consumer behavior also helps marketers decide how to present their products in a
way that generates a maximum impact on consumers. Understanding consumer buying
behavior is the key secret to reaching and engaging your clients, and converting them to
purchase from you.

A consumer behavior analysis should reveal:

 What consumers think and how they feel about various alternatives (brands,
products, etc.);
 What influences consumers to choose between various options;
 Consumers’ behavior while researching and shopping;
 How consumers’ environment (friends, family, media, etc.) influences their behavior.
Reference links:
 https://www.omniconvert.com/blog/consumer-behavior-in-marketing-patterns-
types-segmentation/
 https://blog.hubspot.com/service/customer-behavior-analysis
16. Explain three research methods that a business could use to find out about
customer needs.

Here are three ways to develop an understanding of your customers’ needs so you can
better serve them with your products and services.

1. Reflect on Your Experiences

The first method for identifying jobs to be done is to reflect on your own behaviors and
experiences, identifying patterns in your decision-making process. You yourself are a
customer and, in the absence of other data sources, self-reflection can be a helpful starting
point.

2. Observe Behaviors

In addition to reflecting on your own experiences, you should observe the behaviors of
those around you.

If possible, look for opportunities to observe people at each stage of the buying process—
from the time the job to be done arises to the final decision. Observe how people use the
product or service to understand what goals it helps them achieve or challenges it helps
them avoid.

3. Conduct Interviews

To learn more about the decision-making process and build on your observations, interview
current, former, and non-customers.

A one-on-one interview can enable you to explore the buyer’s decision-making process from
start to finish. Pointed questions can uncover what led them to your offering, such as:

 Tell me about the first time you thought about buying a ____?
 What challenge were you trying to solve when you bought ____?
 When was the first time you thought, “I need to find a new solution?”
 What other options did you consider when you made your decision?
 What made you choose ____ over other options?

Reference links:
 https://www.dummies.com/business/customers/10-methods-for-identifying-
customer-needs/
  https://www.business.qld.gov.au/starting-business/planning/market-customer-
research/researching-customers/right-methods
17. Explain the importance of monitoring complaints, including how keeping
records of complaints can help the organisation better its customer service
approach.
Properly managing customer complaints is important because: Things are not always as they
seem. It’s straightforward. We all have our own biases. It is common for people to reassure
themselves when a situation offers uncertainty for whatever reason. That’s not surprising.
We all have instincts for self-preservation
Reference links:
 https://www.revechat.com/blog/importance-customer-complaints-business/
 https://smallbusiness.chron.com/should-retain-copies-customer-complaints-
80205.html
18. Explain the purpose of a Customer Relationship Manager (CRM) and how it
can help organisations manage and improve their customer service information and
relationships.
Customer relationship management is simply the process of managing your customer
relationships. CRMs allow companies to capture, centralize, manage, and analyze customer
information in real-time while giving you the ability to automate your sales and marketing
efforts.

There are many reasons why companies choose to implement CRM systems into their
business practices, but here are just a few:

Automated Lead Management

Capture data on every single prospect that visits your website or interacts with you in any
way. CRMs collect and store not only your customer’s information but also every email,
phone call, and touchpoint..

Personalized Messaging & Increased Sales

Personalizing your messaging means that you can generate better leads, which ultimately
results in increased revenue.

Increased Customer Lifetime Value

Customer lifetime value is the amount of money that a customer will spend with your brand
over their lifetime. It’s been proven that by increasing customer lifetime value, companies
can increase overall revenue.
Reference links:
 https://one.comodo.com/blog/itsm/what-is-customer-relationship-
management.php
 https://www.superoffice.com/blog/crm-benefits/
19. Identify two strategies that an organisation can use to gather feedback from its
customers.
Customer feedback surveys

Feedback surveys are an efficient way to get a lot of information back in one form. Surveys
are also efficient as you can send the same one out to a large group of people and receive a
range of responses.

What can be more difficult is coming up with the right questions to ask. And having too long
a survey means people won’t complete them.

Email and Customer contact forms

Email and customer contact forms are some of the most common ways to get feedback
from your customer base. It’s instant to send and can be personalised for the individual
customer.

Reference links:
 https://www.helpscout.com/blog/customer-feedback/
 https://www.timecamp.com/blog/2018/02/8-effective-ways-to-get-customer-
feedback/
20. Social media is a powerful tool. Explain how an organisation can use it to
monitor and manage customer service relationships. .

 Social media is an incredibly effective way to engage with new, current and
prospective customers.
 Not every social media platform is created equally. To develop an effective social
strategy, focus on the social channels that best suit your brand.
 Social media platforms that work well for businesses include Facebook, Twitter,
Instagram, TikTok, Pinterest and LinkedIn.

Reference links:
 https://www.businessnewsdaily.com/7832-social-media-for-business.html
 https://www.commbox.io/the-role-of-social-media-in-customer-service-a-
social-media-guide/
21. Explain two further strategies that can be used to monitor, manage and
introduce ways to improve customer service relationships.

1. Seek Customer Feedback

To provide excellent customer service, you first need understand their needs, experiences,
and pain points.

2. Strengthen Your Customer Service Team

Improving your customer service begins with building a strong customer service team.
Here’s how you can strengthen your service performance.

Reference links:
 https://www.socialmediatoday.com/news/4-strategies-to-help-improve-your-
customer-service-standards/529799/
 https://www.mycustomer.com/service/management/six-steps-to-successful-
monitoring-of-your-customer-service

Assessment Task 2
Question 2
 Student name: Hussein El Cherkawi

Assessor:

Date: 4/1/22

Business this Worlduction

assessment is based
on:

Question 3
3.1.1
Primary school students
3.1.2
Worlducation aims to change the way children learn at school by implementing
artificial intelligence technology that can follow up on each child’s progress and
adjust to their needs as they learn, creating the optimal path learning experience.

3.1.3.4
Feedback from the research indicated the tendency of school and its interest with
Worlduction offer:
for every classroom that buys their products, they donate and train a classroom
somewhere around the world that can’t afford the same technology. Furthermore,
they connect the two classrooms (those who bought the products and services and
those who received the donation) so that they can grow together and collaborate
throughout their learning cycle.
Legislative, regulatory and code of practices related to customer service in
WORLDUCTION.
Complying with Australian Consumer Law: ACL
Consumer Guarantee
Unfair contract term
Consumer product Safety
Unfair Business Practices

The requirements of the Public Service Act 2008 and the current Australian standard
for handling customer complaints (AS/NZS 10002:2014).
Manage people to provide customer service is to make sure that they have the best
good communication and sales skills.
providing excellent customer service by listening to customer complaints about your
product or service.
Interacting with customers is dine by sending emails and survey forms online

3.1.5 Customer service survey link:

https://www.surveymonkey.com/mp/customer-satisfaction-survey-template/?
&program=7013A000000mweBQAQ&utm_bu=CR&utm_campaign=7170000006361
0189&utm_adgroup=58700007864192999&utm_content=39700071386982508&utm
_medium=cpc&utm_source=adwords&utm_term=p71386982508&utm_kxconfid=s4b
vpi0ju&language=&test=&gclid=EAIaIQobChMIkpnXj8SG-
QIVzJlmAh0xqwkgEAAYBCAAEgJC0fD_BwE&gclsrc=aw.ds

Date Staff member Feedback Person Action taken: Resolved?

responsible

12/12/20 Call centre Product not Operation Contact In process

staff 1 reliable and poor manager manufacturer
quality

13/2/21 Call centre Customer service HR manager Training yes

staff 2 not responsive

12/2/21 Sales Decrease in Marketing Look for new In process

Manager sales manager market

12/2/21 Sales Orders errors Sales persons Check orders Yes

Manager and invoices

3.7.1 Customer service requirements for the product/service/program quality, cost

and time frames
Customers requirements:
 Price: competitive with Apple and Android
 Product: Reliable, functional and good quality
 Cost: affordable for the parents with average wage earners
 Timeframe: Complaints and issues to be dealt with the customer service team

3.7.2 Service delivery expectations

No more than 3 days after the order is placed
3.7.3 Problems or complaints
To provide excellent customer service when dealing with difficult customers: Keep
your communication professional. Remain calm and collected. Speak softly. Practice
active listening. Give them time to talk. Understand the customer's point of view.
Assess their needs.
3.7.4 Customer experienced interactions with customer service staff
Phone call to be answered quickly, No waits or the availability of the call-back option

3.8.2 Send an email to the CEO(assessor)

To: Kazi Salah Uddin
Subject: Regulation report and Customer service strategy

Dear Kazi,
This email is to inform you that I have completed my report about Customer Service
Strategy and its Regulation
A quick overview about the plan, my focus was on customer happiness and I have
included specific steps for dealing with customer interactions throughout the
customer journey.
Taking into consideration the benefits and the advantages of implementing a new
customer service strategy to enhance customers’ loyalty and increase the customers
satisfaction, please find attached a draft copy of my findings
Your feedback is very valuable to proceed further with my plan
Thank you for your cooperation
Hussein
Sales manager

4.1 Modified Business plan

Business Plan 2020 – 2022

Executive Summary
Founded in 2016, Worlducation is a social startup that manufactures tablet
computers for primary school students. Our focus is not only on the hardware, but
also creating software, content and activities to better engage and educate primary
school students
Worlducation aims to change the way children learn at school by implementing
artificial intelligence technology that can follow up on each child’s progress and
adjust to their needs as they learn, creating the optimal path learning experience.
Worlducation envisions a world in which every child learns how to read and write – a
world without illiteracy. This is why, for each classroom that buys our product, we
donate and train a classroom somewhere around the world that can’t afford the
same technology. We then connect the classrooms together so that they can grow
and collaborate throughout their learning cycle.

Vision Statement
To see a world without illiteracy.

Mission Statement
To be the change and facilitate a world without illiteracy by changing the way
children learn at school and the number of schools that have access to technology.

Our values are:

Core values underpinning our activities are:
 Ethical principles
 Innovation
 Collaboration

Strategic Priorities
To be well led, high performing, profitable and accountable.
 Ensure that all financial operations, performance indicators and results support
the strategic policies
 Identify new and expand existing sources of revenue and ways to help more
classrooms in need.
 Achieve profits of at least 10% per annum
 Increase our reach
 Increase range of products and services offered to reach a larger target market
 Increase sales to increase donations to needy classrooms.
 Continue building deeper customer relationships
 Customer-centred practice, with a focus on meeting their total needs for high-
quality technology
 Strengthen the skills of our people, to better support customers
 Drive innovation to better meet customer demands
Attract, engage and develop the best staff
 Continuing the drive to a customer centred, high performance workforce and
culture
 Strengthening the skills of our people, to better support customer needs
 Empowering innovation and responsiveness to change
 Continuing to enhance the diversity of our workforce
 Exploring the use of technology in human resources.

The Market
The technology market is a growing and ever-changing industry due to the rapid rate
that technology is being updated. Emerging technologies include artificial intelligence
and the Internet of Things (IOT). There is an increasing focus on cyber security.
Due to the global pandemic, the issues with the manufacturing industry have
impacted on the supply of hardware components.
The trend for consumer spending during the pandemic has taken a downturn but this
has not affected the ICT industry as due to more people working form home,
consumer appetite for tablets has increased.

Situation Analysis

Strengths Weaknesses

 Value and quality  Brand name not developed as well it

could be
 Strong management
 Growing organisation
 Customer loyalty
 Limited target groups
 Friendly organisational culture
 Level of available finance for
investment
 Reliable service

Opportunities Threats
  Schools needing to upgrade  High level of competition
technology
 Economic downturn meaning less
 Opportunities to offer a range of spent generally
services
 Failing to satisfy clients demands
 Opportunities for synergies across
all services and products
 Remote learning is dominant due to
COVID

Marketing Strategies
Our marketing strategies aim to:
 Build our brand
 Generate leads now
 Convert those leads quickly
 Have every part of the business supporting each other
 Use multiple channels

We plan to develop our market share by:

 Improving our marketing and advertising
 Continually improving the quality of service given to clients
 Maintaining effective communication channels with all stakeholders to ascertain
industry requirements and then develop products and manage services
accordingly
 Continually improving communication channels with all our stakeholders,
ensuring a flow of timely and accurate information to facilitate effective planning
and decision making (Through LinkedIn and social Media)
 Targeting identified growth markets with planned, market appropriate campaigns
employing a variety of promotional strategies and advertising mediums
 Offering attractive fee structures to our clients
 Continually improving the skills, knowledge and effectiveness of our team
through our commitment to training and development (By providing training and
extra support)
 Regularly reviewing the effectiveness of all our operations and making
improvements when and where necessary

4.3 Modified Customer service Policy and Procedures

Customer service Policy and Procedures

Policy
Worlducation is committed to:
 Politeness – the use of good manners in all interactions
 Responsiveness – meet agreed timeframes and follow up on all queries
 Professionalism – being objective and knowledgeable and demonstrating
integrity
 Understanding – customers and their business
 Confidentiality – respecting the confidentiality of customer information
 Transparency – processes are clear, consistent, easy to access and
documented.

 Enhance and streamline communications

Staff will:
 demonstrate to the customer at all times respect, courtesy, patience,
attentiveness, consideration and sensitivity that is appropriate to the age, culture
and linguistic background of the individual or group
 listen to what customers have to say and determine the exact nature of the
request ( Reducing complaints )
 respond to customer enquiries promptly and efficiently in a timely manner
 act with integrity and honesty when dealing with customers
 provide the customer with advice and other information that is accurate, clear,
concise, reliable and in plain language
 be sensitive to any language or other communication difficulties experienced
by customers when providing advice and other information
 present a positive image of Worlducation to the public.

Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.
 Answer the phone in a timely manner
 Greet the client with “Good morning/afternoon, this is NAME”
 Be warm and friendly
 Speak slowly and clearly
 Be careful with language –slang or jargon is not to be used
 Listen to the customer explaining his/her problems
 Provide options to make the customer happy
 Deal with customers calmly, courteously and patiently, even when the callers are
angry, aggressive or distressed. Remain polite and seek help if necessary

Managing Written Enquiries

All written communication will be clear and concise and adopt a formal tone.
Worlducation endeavours to acknowledge receipt of written correspondence:
 email within one working day
 mail within three working days
Where Worlducation is writing to a customer in response to an enquiry or other
matter, all written correspondence must be finalised in the timelines shown above.

Promotional materials
All promotional materials must be written clearly and simply and appeal to
customers. Promotional materials can include media releases advertisements or
web site content or social media content.

Dealing with difficult customers

Worlducation staff are expected to treat customers with courtesy and respect at all
times and to make every reasonable effort to address the customer’s needs even
when the customer is rude or difficult.
Staff must try and put themselves in the customer’s shoes and be empathetic.
Actively listen to what the customer is saying and repeat their concerns to make sure
you are addressing the right issue.
Use calm, objective wording e.g. As I understand you are quite rightly upset because
your book did not arrive in the time we specified.
Apologise to the customer and present a solution.
All feedback should be recorded.
Where the customer indicates they wish to lodge a formal complaint, outline the
complaint procedure as in the company’s complaints handling policy.

Confidentiality and privacy

Worlducation is committed to the protection of customer personal information. All
dealings with customers must abide by the Privacy Act 1998 and the Australian
Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by
any relevant Codes of Practice, and will underpin all matters related to personal
information at Worlducation.

Complaints and Feedback

Worlducation welcomes complaints from customers. If a customer wishes to make a
complaint, they may contact us via email or via phone and discuss their complaint.
Where the complaint cannot be resolved at this first point of contact, the complaint
will be referred to the management team. The customer will be contacted with 3
working days to advise of the outcome of their complaints.
Worlducation also welcomes feedback from all of its customers and sends a link to
an on-line survey for all customers to complete. All feedback is recorded in a
feedback register.

4.4.1: Meeting with the sales manager and the new Business Manager

4.4.2: There were diverse needs during the meeting -Language barriers when
answering calls from customers
4.4.3:The unavailability of call- back system was a big issues among customers
4.4.4: The need to advertise in different languages for diverse customers
4.4.5: To keep the customer satisfied , the delivery should be done with a registered
safe parcel for security purposes
4.4.6: Recruit another staff member ( business analyst) to solve the problem AND
PROVIDE THE LOYAL CUSTOMERS WITH DISCOUNTS

4.5 See the table below:

Problem experienced by the Service quality and time frame

customer:
 System issue resulting in poor Wait time is ridiculously long
customer service:

Team member requiring support: Call centre staff

Human resources (at least one) Additional call centre staff

e.g. Additional call centre staff
member

Physical resources (at least one) Checklist to complete before product is

shipped to client.
e.g. Checklist to complete before
product is shipped to client.

How will the resources address the Communicate the resource with all staff
problem or issue?

How will the resources support the Efficiency and employ cloud resource planning
staff member? tools to enable effective sharing and
communication of key information

4.6
https://www.validation-online.net/user-requirements-specification-
template.html#gsc.tab=0
4.7 Send an email to the CEO(assessor)
To: Kazi Salah Uddin
Subject: The procurement of human resource

Dear Kazi,
I hope my email finds you well
I am writing this email sharing the procurement of new human resource and
appointing a new business analyst to sole the problem to increase customer
satisfaction
I would ask to meet with you to discuss my findings
Please confirm the time and the venue of my request

Thank you.

Regards,
Hussein

4.8
https://diamondadvisory.com.au/quality-checklist-process-product-service/
5.1
The strategy I will follow to monitor customer’ satisfaction comprises of the
following:

 Listen to your customers by monitoring interactions. Ask questions such as: are
these interactions related to the company’s goals and objectives, or are they
related to specific areas of concern such as customer attrition.
 Capture all of your customer feedback channels. Apply the same quality
standard that is used for calls to text-based interactions like email and chat.
 Ask your customer what they think. Instead of using your organisation’s internal
metrics to measure the quality of a call, ask the customer: “What did you think of
your experience and the agent you worked with?” or “Did your service
experience match the promise made in our advertising?” It’s very important to
map high-quality interactions with your customers’ expectations, comparing
internal evaluation scores with customer scores.
 Use quality monitoring to help agents improve skills. Evaluate interactions to
identify skills gaps, and provide individual learning opportunities where there are
deficiencies.
 Do not view agent development as a one-off activity. Provide continuous
coaching that will help improve agent performance and productivity. Coaching is
key to consistent customer service.

5.2
https://www.customerthermometer.com/customer-satisfaction/18-customer-
satisfaction-survey-questions-templates/
Sample of customer-satisfaction survey:
 What could we have done to get a 10/10 today?
 What could we have improved on/done better?
 How would you explain our product/service to a friend, family member or
colleague?
 Do you have any suggestions on how we could improve our
website/product/service/customer service (dependant on what information you’re
hoping to gain from the customer satisfaction survey)

5.3.1
After 6 months of the plan implementation, this pie summarise the customer’s
feedback
 Number of complaints

Mismatch of user requirements Misleading advertising

Product errors Request for personal purchase option

5.3.2
More monitoring requirements need to take place
Goal 1: Accurate user requirement
Performance development: Coaching, on the job training
Goal 2: No errors on adverts submitted for approval.
Performance development: checklist